Diversion Program Manager

Description

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. Our strength lies in the brilliant tapestry of diversity that makes up our organization. We celebrate the unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. We value authenticity, respect, and inclusion. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

Compensation and Benefits (Full time)

• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours per year
• Holidays: 8 paid per year 2 paid floating holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Professional Development opportunities

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center offering suicide prevention/intervention, crisis counseling, and professional consultation. We support communities by providing crisis intervention services, behavioral health evaluations, and referrals to appropriate resources. CCRS operates regional and 988 crisis lines throughout Washington State, fostering Diversity, Equity, and Inclusion in alignment with our core values: respect, allyship, integrity, stewardship, and empathy.

General Function:

This full-time salaried position is responsible for the overall supervision, leadership, and strategic development of the 911 colocation and diversion program. This program facilitates the diversion of behavioral health-related calls from 911, ensuring crisis intervention and mental health support through 988 services. The Diversion Program Manager plays a critical role in strengthening relationships between 988 and 911 systems, overseeing the integration of behavioral health responses, and ensuring best practices in crisis intervention. This position requires travel to multiple locations to build and maintain partnerships with emergency response agencies, government entities, and community stakeholders.

Principal Activities:

• Oversee and provide leadership for the 911 colocation and diversion program, ensuring the effective integration of 988 services with 911 operations
• Build and maintain strong relationships with 911 call centers, law enforcement agencies, emergency medical services, and community-based crisis providers
• Develop and implement program protocols, policies, and training to enhance diversion efforts and crisis response effectiveness
• Supervise and support Colocation staff, providing guidance on best practices, quality assurance, and professional development
• Conduct program evaluations, data analysis, and reporting to measure the impact of 911 call diversion and ensure program effectiveness
• Facilitate training and education for 911 personnel on behavioral health interventions and the role of 988 services
• Coordinate with 988 leadership to enhance workflows, ensure compliance with accreditation and funding requirements, and develop program enhancements
• Represent the program in community meetings, workgroups, and policy discussions related to crisis response and diversion strategies
• Utilize the Computer Aided Dispatch (CAD) system for coordination and monitoring of behavioral health-related calls
• Ensure all documentation and reporting requirements are met in accordance with agency, state, and federal guidelines
• Participate in leadership meetings, strategic planning, and funding initiatives to support program sustainability and expansion
• Contribute to an environment that focuses on ensuring integrity, respect, accountability, and trauma-informed service
• Other duties as assigned

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Qualifications

Requirements:

• A Master’s degree in psychology, social work, or a related field required.
• Minimum of five (5) years of experience in a behavioral health setting, with at least two (2) years in a supervisory or managerial role.
• Agency Affiliated Counselor Registration is required within 30 days of employment, or equivalent credential, and must remain in active status during employment.
• Ability to travel frequently to various locations for meetings, training, and site visits as needed
• Demonstrated experience in crisis intervention, suicide prevention, or mental health information and referral services.
• Ability to obtain necessary security clearance for accessing the Computer Aided Dispatch (CAD) system and working on-site at 911 centers.
• Demonstrated respect for diversity

Required Skills:

• Fluency in English (oral and written)
• Courteous, empathic, and professional demeanor
• Proficiency in Motivational Interviewing and active listening
• Strong problem-solving and information-gathering skills
• Ability to multitask, including talking and typing simultaneously
• Strong leadership and program management skills, including experience in cross-agency collaboration
• Strong ability to develop relationships and communicate effectively with law enforcement, first responders, and community mental health providers
• Excellent communication and interpersonal skills to engage with internal teams, emergency response personnel, and external stakeholders
• Strong crisis intervention skills, including knowledge of suicide risk assessment, safety planning, and trauma-informed care
• Ability to effectively manage and lead a team, providing supervision, training, and performance evaluations
• Proficiency in data analysis, program evaluation, and report writing
• Skilled in multitasking and problem-solving within fast-paced environments
• Familiarity with state and federal laws related to mental health crisis response, HIPAA, and mandated reporting
• Experience using electronic medical records and crisis documentation systems
• Proficiency in Microsoft Office Suite and virtual collaboration platforms such as Microsoft Teams
• Respect for diversity and cultural competency
• Efficiency in documenting notes in electronic medical records

Home Office Technology Requirements

• High-Speed Internet: Minimum download speed of 100Mbps and upload speed of 10Mbps. To ensure smooth workflow, you will be required to provide a recent internet speed test result as proof
• Secured Wired Connection: A direct wired connection to the internet using a secured ethernet cable is mandatory. Wireless connections (WiFi) are not allowed due to potential security risks and performance limitations
• No Satellite Internet: Satellite internet service providers such as HughesNet, Starlink, or Visat are not supported due to latency issues that can negatively impact service delivery

Effect on End Results:

• Strengthened collaboration between 988 and 911 systems, leading to improved crisis response and decreased reliance on law enforcement for behavioral health emergencies.
• Increased diversion of behavioral health-related calls from 911 to 988, ensuring appropriate mental health interventions and reducing emergency dispatch burdens.
• Improved service delivery through staff training, quality assurance, and adherence to best practices in crisis intervention.
• Enhanced data collection, program evaluation, and reporting to support funding, policy development, and program sustainability.
• Expansion of community partnerships and increased awareness of the role of 988 in crisis response and mental health support.

Salary : $87,970 - $97,230